Team Leader: Customer Service at Hollard Insurance

Job Advert Summary    
Job-specific Responsibilities

• Management of Customer Services Consultants by allocating daily tasks and responsibilities and ensuring that the team operates optimally and efficiently.
• Define standardised processes to fulfil non-risk policy changes and enquiries across books of business.
• Manage the execution of efficient policy changes and enquiries processes and procedures to ensure policyholder requests are fulfilled within agreed timeframes, quality standards and policyholders are kept informed at all times.
• Develop customer service and business process
• Effectively manage time and ensure optimal productivity.
• Ensure policyholder information is captured accurately and timeously.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance customer service delivery and ensure policyholder expectations are managed.
• Embed the Treat Clients Fairly outcomes in the customer services environment.
• Actively manage the customer satisfaction index and net promoter scores to ensure the satisfaction of policyholders, thus enabling Hollard to become the Country’s Favourite Insurer.
• Performing quality review on policy changes and enquiries in compliance with audit requirements and quality standards.
• Analyse and report on the status of customer service.
• Identify and implement plans to enhance or improve customer experience and fair treatment of policyholders.
• Identify knowledge base to equip Customer Services Consultants to adequately respond to simple enquiries.
• Coach and guide the Customer Services Consultants to effectively use the policy changes and enquiries interactions to improve policyholder retention.
• Encourage innovation, change agility and collaboration within the team.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesion.

Generic Responsibilities

• Representing Senior Manager – Front Office at meetings (internal & external) when required relating to Policy Services related matters.
• Assisting Senior Manager – Front Office with the budget process.
• Conducting of Performance reviews of direct reports every 6 months and ensuring that discussions include but not limited to: performance, discipline, career planning etc.
• Ensure that a career plan is implemented for each direct report and that such is maintained and revisited on a half yearly basis.
• Ensure compliance with relevant legislation (FAIS, TCF, etc.).
• Assisting with special projects when called upon.

Required Knowledge and Experience    

• Life Insurance experience. Comprehensive knowledge of long-term insurance principles, TCF, POPIA, and PPR
• Life Insurance product knowledge: various policy wordings, business rules, etc
• Experience managing a customer service environment in the financial services industry
• Technical understanding of insurance law and claims management principles
• Organisational knowledge and understanding – an advantage
• Legal knowledge and understanding – an advantage

Educational Requirements    

• Post matric studies is an advantage.
• COP , RE 5 or similar an advantage